The player from Austria faced a problem after winning around €800 with a bonus at LuckyDreams, which was suddenly canceled without his confirmation. Despite his claims, customer support attributed the cancellation to him and only returned his original deposit, offering no resolution. The Complaints Team reviewed the case and found evidence indicating that the cancellation was indeed initiated by the player, likely due to an unintentional action. Consequently, the casino was unable to reinstate the bonus, and the complaint was closed due to the player's lack of response to further inquiries.
LuckyDreams Casino - Player's winnings have been confiscated.
Amount: €850
LuckyDreams Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
LuckyDreams Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
I used a bonus at LuckyDreams (Ruby Weekend Bonus) and won around €800. Suddenly, the bonus was supposedly canceled, even though I hadn't clicked or confirmed anything.
In live chat, I was told I had "accidentally" canceled the bonus, which is technically possible—even though I explicitly stated I hadn't done anything. Nevertheless, my entire winnings were canceled, and only my original deposit amount remained.
I find this very unfair. Why would I voluntarily cancel a bonus in the middle of a game when I was just about to win?
When I asked for a solution, support simply told me I could play again—"maybe I'll have better luck this time." This is unacceptable and feels like a trick to avoid paying out winnings.
I ask Casino Guru for support so that my winnings are fairly verified and ideally paid out.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear Abcdefg,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify when exactly you activated this bonus?
- How much of the wagering requirements did you have left before the bonus was canceled?
Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 month ago
Translation
Hello Kristina,
Thank you for your inquiry.
I activated the RubyWeekend bonus on May 18, 2025, at approximately 3:07 PM.
For this, I deposited €30 and received a €19.80 bonus, giving me a total starting balance of €49.80 (see screenshot).
I played normally – see my history – and had already fulfilled €479.79 of the €792 wagering requirements.
That represents over 60% progress.
While I was playing and had reached a balance of over €800, the bonus was suddenly canceled without my intervention.
I neither canceled the bonus manually nor violated any rules or clicked anything.
I was even preparing a payout.
I have already uploaded the complete communication with the casino's live chat (including screenshots) – if needed, I would be happy to send you everything together via email.
Thank you very much for your help and I hope for a fair solution.
Best regards
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much for your reply, Abcdefg. Unfortunately, I haven't received any emails with the communication between you and the casino, or screenshots (and apart from the one screenshot in your initial message, no other attachments have been added to your complaint). Can you please forward everything again?
??????????
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much, Abcdefg, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Complaint Specialist
Public
1 month ago
Hello Abcdefg,
I'm Michal, and I have taken over your complaint. I have reviewed your cas,e and I will contact the casino to shed more light on this matter and to see if I can help somehow.
We would like to invite LuckyDreams Casino to join the conversation.
Dear LuckyDreams Casino,
I would be grateful if you could provide clarification regarding the circumstances that led to the cancellation of the bonus. Additionally, I kindly request that you send me the complete game log for the player, including the bonus history, to my email at [email protected] for my review.
Public
Casino representative
Public
4 weeks ago
Hi everyone,
Thank you for bringing this case to our attention.
We have thoroughly checked the situation on our side and can confirm that the bonus was canceled directly from the player's side. Due to privacy and security reasons, we are unable to share internal system logs on a public forum. However, the relevant evidence has been provided privately to the forum manager for review.
We fully understand that this may not have been intentional and acknowledge that such situations can feel frustrating. However, we are unfortunately unable to restore the bonus in its last state.
We remain at your disposal for any further questions.
Best regards,
LuckyDreams Team
Public
Complaint Specialist
Public
4 weeks ago
Thank you for your email with the information and evidence, LuckyDreams Team.
Dear Abcdefg,
After reviewing the information and evidence from your account, it indeed indicates that the cancellation of the bonus was done by you.
I fully understand that it was most likely not your intention to cancel the bonus, and it was most likely a mis-click or mis-tap, sadly, the evidence quite clearly shows that this "input" was done by you. I recognize that this situation can be quite frustrating, but I cannot hold the casino team accountable for their inability to reinstate the bonus for you. In many casinos, it is not technically feasible to recover an "old" bonus that has been cancelled by the customer.
I realize this may not be the answer you were hoping for, but unfortunately, each customer is fully responsible for the actions taken on their account, and I regret to inform you that there is nothing further we can do from our end.
Please let me know if I can assist you with anything else.
Public
Complaint Specialist
Public
3 weeks ago
Dear Abcdefg,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Complaint Specialist
Public
2 weeks ago
Dear Abcdefg,
Although the matter seems to have been clarified, we have yet to receive confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given the circumstances and your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint.
We sincerely appreciate the cooperation of the casino team throughout this process.
Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll be happy to assist in any way we can.
Best regards,
Michal
Casino Guru
